Remote Duty Officer - 24/7 Travel Crisis Support

Audley Travel; United Kingdom; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Holiday - 25 days rising to 30 days

Birthday day off

Volunteer day off

Healthshield health plan

Enhanced family leave & pension

Life insurance

Staff travel discounts

Wellbeing platform access

Rewards platform

Job summary

Audley Travel is seeking a Duty Officer to join our 24/7 Duty Management team. This fully home-based role involves live call handling, incident support, and coordinating with suppliers to resolve client issues during a 12-hour shift pattern.

Shifts include early mornings and nights, with night shifts required. You should have travel sector experience, strong communication, and robust problem-solving abilities to thrive in a fast-paced, client-focused environment.

Qualifications

• Experience responding to client issues in live environments (phone or in-person), preferably within travel.
• Excellent communication and interpersonal skills to manage client expectations.
• Strong problem-solving abilities and ability to work under pressure.
• Reliable, flexible team player with strong organizational skills.
• GDS Galileo experience desirable; proficiency in Office 365.

Responsibilities

• Answer all Duty Office calls during your shift, resolving client issues promptly while delivering excellent service.
• Coordinate with suppliers and sales programmes to resolve issues efficiently.
• Maintain detailed, timely logs of Duty Office interactions with clients.
• Provide costs for itinerary changes and process payments for voluntary changes.
• Update reservation system with itinerary changes and costs, ensuring cases are resolved.
• Escalate issues that meet incident or crisis criteria.
• Monitor news updates and run Client Location Reports, escalating as needed.
• Maintain 24/7 coverage by communicating with Duty Office Manager and colleagues.
• Collaborate with Duty Office Manager to refine guidelines and processes continuously.
• Provide incident or crisis support for foreseen or unforeseen events.

Skills

Client-focused

Excellent communication

Interpersonal skills

Problem-solving

Team player

Highly organised

Multi-tasking

Adaptable

GDS Galileo

MS Office 365

Tools

Galileo (GDS)

Office 365

Job description

Audley Travel is seeking a Duty Officer to join our 24/7 Duty Management team. This fully home-based role involves live call handling, incident support, and coordinating with suppliers to resolve client issues during a 12-hour shift pattern.

Shifts include early mornings and nights, with night shifts required. You should have travel sector experience, strong communication, and robust problem-solving abilities to thrive in a fast-paced, client-focused environment.